1. Facilitating the purchase of the ticket. You have the option of purchasing your ticket in staffed stations, for example at ticket offices or ticket machines or, in most cases, also on the Internet.
However, when you do not have any of these possibilities, you will have the opportunity to buy your ticket from the train.
2. Safe transport. Railway transport companies, infrastructure administrators and station managers are obliged by law to adopt appropriate measures to guarantee your safety in stations and on the train.
3. The right to transport for passengers with reduced mobility. If you suffer from a disability or reduced mobility, you must be assured of the possibility to travel without problems. You have the right to buy tickets and make reservations without paying additional costs. In order to clarify the access conditions, railway companies and station masters have the obligation to develop and apply non-discriminatory rules in this regard.
4. Information regarding accessibility for passengers with reduced mobility. At your request, the railway transport companies, ticket agencies and tour operators will inform you about the accessibility of the railway transport services, the access conditions of the passenger carriages and the facilities on board.
5. Compensation in case of injury or death and liability for luggage. To the extent that the cause of death or injury is not beyond the control of the transport company, you or your relatives are entitled to compensation for loss or damage caused by death or bodily injury.
Also, the railway transport company is responsible in case of:
• loss or damage of hand luggage in case
of death/bodily injury;
• loss or damage to registered luggage.
6. Protection against non-fulfillment of liability obligations by railway companies. Railway companies must be insured for civil liability cases regarding passengers and their luggage, in accordance with EU legislation on passenger rights. Therefore, you are protected against any non-fulfillment of liability obligations by the railway companies. Therefore, in the case of hiring the liability of the railway company, you are protected if it does not respect its respective obligations.
Rights that apply to all international rail transport services in the European Union
1. Information about your rights. Railway transport companies and station masters have the obligation to inform you about your rights. The railway transport companies will also inform you about the train and ticket offers, as well as about any delays or disruptions that may occur within the international railway transport services.
2. Assistance for people with reduced mobility. Railway transport companies and station masters will offer you assistance when boarding international trains.
You must send a notification of your journey at least 48 hours in advance, using the communication tool (for example, phone number, website...) indicated by the railway company.
Also, you will normally receive assistance when changing trains and at the destination.
3. Reimbursement and redirection. When it is estimated that the delay in the case of arrival at the final destination stipulated in the transport contract will be greater than 60 minutes, you will have the option of choosing between:
• reimbursement of the full cost of the ticket for the part or parts of the trip that were not made and for the part that was made, in case the trip is no longer relevant in relation to your initial travel plan and you prefer to interrupt it and return immediately;
• continuation or redirection, under comparable transport conditions, to the final destination at the first opportunity;
• continuation or redirection, under comparable transport conditions, to the final destination at a later date, convenient for you.
4. Compensation of the ticket price in case of delay/cancellation during your international travel. If, when you use an international rail transport service, your train arrives at the final destination stipulated in the transport contract with a delay of at least one hour, you have the right to compensation, to the extent that the delay was caused by the company railway, as follows:
• from 60 minutes to 119 minutes late: 25% of the fare paid for the delayed train;
• from 120 minutes late: 50% of the fare paid for the delayed train.
Payment, in vouchers or cash (on request), must be made within one month of submitting your claim. As a rule,
the compensation will be paid only if it is at least €4. Special compensation rules apply to subscriptions, such as InterRail, Eurail, etc. and season tickets.
5. Assistance in case of delay/cancellation. In case of delay or cancellation, you must be informed of the situation and the estimated time of departure and arrival, as soon as such information is available.
In case of a delay of more than 60 minutes, you will be offered, free of charge:
• food and soft drinks, if possible;
• in case of need, accommodation at the hotel or elsewhere and transport from the train station to the place of accommodation and back;
• if the train is blocked on the railway line, transport from the train to the station or to the final destination of the service, where and when possible.
If the railway transport service can no longer be continued, the railway companies must organize alternative transport services for you as soon as possible.
6. Payment in advance in case of death or injury. In the event that a passenger dies or is injured in a train accident, the railway company providing the service is obliged, within 15 days of establishing the identity of the natural person who has the right to compensation, to make advance payments for to cover the costs of the immediate needs of the affected passenger or his descendants. The amount paid will be at least €21,000 in the event of the passenger's death.
7. The right to file a complaint. As a rule, complaints should be submitted to the issuing ticket office or to a central customer relations department of the railway company that sold the ticket.
You can also submit the complaint to any other railway company involved in the respective transport. However, special rules apply in case of bodily injury.
The regulation on the rights of passengers traveling by sea and on inland waterways was published on December 17, 2010, number 1177/2010.
The regulation will enter into force on December 18, 2012; before this date the rights in question do not apply.
This regulation applies to passengers traveling:
• through passenger services, if the port of embarkation is located on the territory of a member state;
• through passenger services, if the port of embarkation is located outside the territory of a member state, and the port of disembarkation is located in the territory of a member state, provided that the respective service is operated by a transport operator from the Union ;
• in a cruise, if the port of embarkation is located on the territory of a member state.
However, the Regulation does not apply to passengers traveling on ships authorized for the transport of a maximum of 12 passengers, on ships with a crew responsible for the operation of the ship of a maximum of three people or if the service does not cover a total distance greater than 500 m in one direction, in the case of excursions and sightseeing circuits or ships that are not propelled by mechanical means.
The new rights include, among others:
In case of cancellations or departure delays of more than 90 minutes:
• refund or redirection guarantee;
• adequate assistance (such as snacks, meals, refreshments and, if necessary, accommodation for a maximum of three nights, at a maximum rate of EUR 80 per night)
In cases of delayed arrival or cancellation of trips:
• reimbursement of the ticket price in the proportion of 25 50%;
Protection granted to persons with disabilities or reduced mobility:
• non-discriminatory treatment and free specific assistance, in port terminals and on board ships, for disabled people and those with reduced mobility, as well as financial compensation in case of loss or damage to their mobility equipment;
The right to information:
• minimum rules regarding the information provided to all passengers before and during the trip, as well as general information regarding their rights in port terminals and on board ships;
• the establishment by the carriers and by the operators of the port terminals of a complaint management mechanism that will be available for passengers;
• the establishment of independent national bodies responsible for the application of the regulation by imposing sanctions, when necessary.
Regulation (EU) no. 181/2011 was published on February 28, 2011, and its provisions will apply from March 1, 2013.
The regulation applies fully to long-distance services (namely over 250 km), and only certain provisions are applicable to all services, including shorter distances.
The new rights applicable to long-distance services (ie over 250 km) include, among others:
• adequate assistance (such as snacks, meals, refreshments and, if necessary, hotel accommodation for a maximum of two nights, at a maximum rate of EUR 80 per night, except in cases of extreme weather conditions and major natural disasters) in situations of cancellation or as a result of a delay of more than 90 minutes in the case of a journey of more than three hours
• guarantee of reimbursement or redirection in booking situations over the limit of available seats, in case of cancellation or as a result of a delay of more than 120 minutes compared to the estimated time of departure
• reimbursement of 50% of the ticket price in the event of a delay of more than 120 minutes compared to the estimated time of departure, in case of cancellation of the trip and in the event that the carrier does not offer the passenger either rerouting or reimbursement of the ticket
• informing passengers in the event of service cancellation or a delay in departure
• passenger protection in the event of death, injury, loss or damage caused by road accidents, especially in relation to the immediate practical needs in the event of an accident (including hotel accommodation for a maximum of two nights, at a maximum rate of 80 EUR per night )
• free specific assistance for the disabled and for those with reduced mobility both in the terminals and on board and, if necessary, free transport for the people accompanying them
In addition, the following rights will apply to all services (including distances less than 250 km)
• non-discrimination based (directly or indirectly) on nationality criteria, regarding fares and contractual conditions granted to passengers
• non-discriminatory treatment for people with disabilities or reduced mobility, as well as financial compensation for the loss or damage of their mobility equipment, in the event of an accident
• minimum rules regarding travel-related information provided to all passengers before and during the trip, as well as general information regarding their rights in terminals and online; the presentation, upon request, of this information in an accessible format, precisely in the interest of people with reduced mobility, to the extent that this is possible
• a complaint management mechanism by carriers that is available to all passengers
• independent national bodies in each member state, responsible for applying the regulation and imposing sanctions when necessary
1. Persons with disabilities and persons with reduced mobility. Pursuant to EU legislation, persons with disabilities and/or with reduced mobility are protected against discrimination during booking and boarding. They also have the right to assistance in airports (on departure, arrival and in transit) and on board aircraft. To facilitate the provision of assistance, it is recommended to send a prior notification regarding your needs.
2. Denied boarding. If passengers are denied boarding, the aircraft must first look for volunteers willing to give up their reservations in exchange for certain benefits. In addition, the air transport operator must also offer volunteers the choice between a full refund and rerouting.
You may be entitled to compensation between €125 and €600 depending on the flight distance and the delays recorded before the rerouting. If volunteers choose rerouting, the airline must also provide assistance if necessary, for example: food, access to a telephone, hotel accommodation for one or more nights, as appropriate, and transport from the airport to the place of accommodation.
3. Flight cancellation. You are also entitled to compensation identical to that offered when you are denied boarding, unless you have been informed of the flight cancellation at least 14 days in advance or have been re-routed to a time closer to the original flight schedule or if an airline can prove that the cancellation was caused by extraordinary circumstances.
In addition, the airline must offer you the possibility of choosing between:
• reimbursement of the cost of your ticket within seven days
• redirection, under comparable transport conditions, to the final destination
• and, if necessary, service (telephone, soft drinks, food, accommodation, transport to the place of accommodation)
4. Prolonged delays. You have the right to be served by the airline (phone calls, soft drinks, meals, accommodation, transport to the place of accommodation), if the delay is:
• two hours or more for flights of no more than 1,500 km;
• three hours or more for longer intra-community flights or for other flights between 1,500 and 3,500 km;
• four hours or more for extra-Community flights over 3,500 km.
If the delay is longer than five hours and you decide not to continue your journey, you are also entitled to a refund of the cost of the ticket and a return flight to the original point of departure.
If you arrive at your final destination with a delay of three hours or more, you may be entitled to compensation identical to that offered when the flight is cancelled, unless the airline can prove that the delay was caused by extraordinary circumstances. In addition, airlines may be held liable for damages resulting from delays.
5. Baggage. If your luggage is lost, damaged or delayed, you may be entitled to compensation of up to approximately €1,220. However, airlines cannot be held liable if they have taken all reasonable measures to avoid damages or if taking these measures was impossible.
In case of damage to your luggage, you must file a complaint with the airline within seven days of receiving your luggage. In case of delay in receiving the luggage, this period is at most 21 days.
6. Identity of the airline. You must be informed in advance about the identity of the airline that provides the service. Airlines considered unsafe are subject to bans or restrictions within the European Union. Their list can be consulted at: /transport/air-ban/
7. Vacation packages. Organizers and retailers of vacation packages are obliged to provide accurate, complete information about the vacation packages booked. They are obliged to respect the contractual terms and to protect the passengers in case of insolvency. Tour operators must provide correct information about the booked holiday, comply with contractual obligations and protect passengers in the event of the organizer's insolvency.
8. Price transparency. According to European legislation, when you buy tickets for flights departing from EU airports, the applicable conditions must be clearly explained to you.
The final price to be paid must be indicated at all times and must include the applicable tariff, as well as all tariffs, taxes, additional tariffs and other applicable commissions that cannot be avoided and are foreseeable at the time of publication.
You should also be given a breakdown of the tariff, taxes and fees